Nov 2020 – Mar 2022 · 1 yr 4 mos

• 1. Leading and managing (sharing responsibilities with the India and International {UAE, SG, AUS} stakeholders) all dimensions of business, technology, and project management, through the business cycle.
• 2. Liason with the senior management to expand operations as required and support business expansion and development in the region.
• 3. Responsible for service fulfillment, customer, and partner experience. Along with this, successfully achieved the mandate of keeping experience intact with a reduced cost (by ~30 pc).
• 4. Demonstrated good understanding of business objectives, aligned effort, and got buy-in from stakeholders to propagate a customer-centric culture within the teams.
• 5. Vendor management - build strategic policies to identify and implement offshoring opportunities. Successfully partnered with a leading vendor in Q4 and managing the account indirectly.
• Key skills that helped in successful execution,
• 1. CRM Management -> Audit all CX processes on CRM (Ameyo) and suggest improvements as per the dynamics. Created necessary guardrails to ensure no scope of fraud activities.
• 2. Operational Quality -> Overseeing the Quality Function ensuring seamless service delivery leading to Customer Delight.
• 3. Comfortability in data science helped quite a lot in identifying the scopes of improvement and navigating towards the structured problem solving approach.

Mar 2019 – Dec 2020 · 1 yr 9 mos

• After a 4-month long 'overdue' sabbatical, this role of customer success manager was a serendipitous event in my professional life. In a time of uncertainty, both UC and I took a bet on each other and it turned out pretty well for both sides.
• Key highlights
• Mar-Dec'19
• 1. Led the inbound helpline function of service professionals associated with UC. This required strong team build-up since the function was at a very nascent stage.
• 2. Assigned responsibility to improve partner experience, which I was successfully able to improve from semi-10% to 45%+ within a span of 4 months.
• 3. Proven my metal towards inspiring, coaching, training, and developing team members to consistently provide exceptional customer service and drive for results.
• 4. Collaborated with city teams to understand the on-ground issues in their respective verticals, and built a centralized repository to proactively resolve those issues for partners.
• Jan-Mar'20
• 1. Took charge of service escalations team, specifically for AC Repair vertical, during the peak season. The core assignments were - capacity management to handle volumes, improved customer NPS with reduced cost (refunds). Oversaw a group of team leaders and customer happiness executives across all channels.
• 2. Created effective customer service procedures, policies, and standards – focused primarily on improving quality and effectiveness.
• 3. Developed customer satisfaction goals (CSAT) and coordinate with the cross-functional teams to meet them on a steady basis.
• Mar-Oct'21
• 1. Built a 50+ member team from scratch to oversee operations for a centralized team dedicated to ensuring the safety of users.
• 2. Collaborated with engineering & product teams to build online fraud detection guardrails to ensure service professionals are meeting all safety/ PPE guidelines post COVID. Used analytics techniques to detect, prevent and mitigate fraud.
• 3. Solutioning with the teams by bringing in the right process/ system/ policy fixes

Dec 2018 – Jan 2019 · 1 mo · Gurugram, Haryana, India · On-site

Aug 2017 – Sep 2018 · 1 yr 1 mo

• 1. Managed a large team of 200+ members directly reporting to 12 Assistant Managers and eventually rolling up to myself, indirectly.
• 2. Transformed my approach towards issues from reactive to proactive. Resolved people issues, anticipated process gaps, and managed capacity to ensure no breakages in operations.
• 3. Headed FGDs and Improvement committees for growth. This resulted in an exciting opportunity to bring an additional line of business to the org.
• 4. Oversaw and ensured compliance guidelines (TOPS) were being followed within the team. This required me to monitor audits, associate feedbacks, and compliance checklist done by the Assistance Managers.
• 5. Brought more inclusivity and bridged gaps between the vendor and client.
• Sep'2018 brought an end to a fascinating journey with Teleperformance. The 3 roles I played here made me the person I'm today. Unfortunately, had to let go due to better career opportunities and bring more financial inclusivity for me.

Aug 2016 – Aug 2017 · 1 yr

• 1. Met and sustained all KRAs based on the organizational requirements through process reengineering and efficiency analysis. Proud to be the top-performing leader 4 times in a row.
• 2. Frequently revisited process flows and implemented course corrections.
• 3. Facilitated and implemented (basis leadership's discretion) process improvement ideas to improve overall process efficiency and customer experience.
• 4. Identified and implemented training & development needs of Support coaches/ SMEs.
• 5. Prepared weekly & monthly reports on the performance of self, team and process.
• 6. Became the go-to guy for senior leadership for any ad-hoc time-sensitive tasks/ projects. Built strong networks within and outside the ecosystem to streamline and fasten the process.
• All of the above helped in transitioning to a senior role within a year. Recognized as the first leader to be promoted to Manager scale in the system.

Mar 2016 – Aug 2016 · 5 mos

• 1. Handled inquiries, from the supply side of an e-commerce business, via email with a customer-centric approach.
• 2. Investigated and resolve account-specific issues ranging from onboarding to stock management.
• 3. Provided guidance and necessary education towards the self-serve flow to reduce frictions and delays.
• 4. Collaborated with center leaders to solve burning issues on the ground. Attended key client meetings to share feedbacks for improvement.
• 5. Maximized the efforts and ensured that the outcomes are achieved which resulted in getting a promotion to the next role within just 4 months.

Sep 2013 – Dec 2015 · 2 yrs 3 mos

May 2012 – Aug 2013 · 1 yr 3 mos · Jaipur, Rajasthan, India · On-site